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How 3rd Party Remote Call Monitoring Can Help Identify Burnout

3rd Party Remote Call Monitoring Feature

June 17, 2014

How 3rd Party Remote Call Monitoring Can Help Identify Burnout

By Susan J. Campbell, TMCnet Contributing Editor

The contact center industry is nothing if not dynamic. The fast-paced excitement of never knowing for sure what you will encounter on a call can motivate many. Whether the role is in answering the phones, making live calls or interacting with the 3rd party remote call monitoring provider to ensure interactions are on target, the pace doesn’t tend to slow.


In many cases, this exact pace and constant change are what keeps the individual coming in each day. For others, it could be quickly leading to burnout. When this happens, the contact center may quickly see swift turnovers. Without a focused change on keeping burnout at bay so productive and energetic individuals want to keep their jobs, it will be difficult for the industry to maintain this pace.

Contact center agents John Louie Fernandez and Lorena Quiroz of legacy-Stream in Alabang, Muntinlupa City recently found that their employer not only cared about their well-being at work, they also wanted to make the experience more fun. The two recently won the Mr. & Mrs. Wellness Ambassador Competition. The event was part of the Stronger as One: Convergys (News - Alert) and legacy-Stream Alabang Sportsfest.

Convergys acquired Stream earlier this year and sought to bring its strong focus on health and wellness to the Stream environment. A month-long event, the Sportsfest drew more than 1,000 employees and guest participants in volleyball, basketball and race relays. This was the first such engagement for Stream, although Convergys has held a number of Sportsfests in the last 10 years.

For these agents, the focus is on keeping the body fit both physically and emotionally. It’s about recognizing the balance that has to happen to keep focused on advancement. In other words, it’s normal for the contact center environment to be a stressful one, full of excitement and frustration. Such an environment is much easier to manage when the individual has outlets to achieve a physical and emotional balance.

When 3rd party remote call monitoring is used in the contact center, it serves as one of the many tools supervisors can use to better measure the performance of the agents in terms of balance. If any agent that typically handles angry customers with ease suddenly becomes impatient, or the upsell opportunity is missed by the agent normally a step ahead, these are red flags that something is going on that needs to be addressed to help the agent find balance once again.

While not all agents are motivated by Sportsfest opportunities, the point is to pay attention to the environment and create opportunities for agents to find the balance they need. In doing so, they’re better equipped to deliver the performance required. 




Edited by Alisen Downey
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